Senior Manager Customer Support - EzyVet Software

## Senior Manager Customer Support
- Ezy Vet Software Apply locations:
Frisco, TXtime type:
Full time posted on:
Posted Todayjob requisition :
J-054269

The Senior Manager Customer Support
- Ezy Vet Software is a technical customer-facing professional who possesses initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to change.  A deep commitment to quality is essential, as well as demonstrated creative troubleshooting skills.
** Why this role matters:
** We build some of the most innovative products in the veterinary diagnostic and software industry, each of which helps keep our pets happy and healthy.
** In this role:*
* • You will lead, coach, and develop a global team of outstanding Team Leaders and agents providing world-class technical support on IDEXX ezyVet.

• You will provide regular updates to leadership and handle escalations.

• You will be accountable for team integrity, product support excellence, decision-making, SLAs, Client success, career development, communications, and support outcomes.

• You will implement and execute processes to streamline issue investigations and resolutions .  
• You will provide an environment to teams that encourages continuous improvement and mentorship.

• You will maintain solid customer relationships by handling their questions and concerns with speed and professionalism efficiently.

• You will understand and articulate the customer’s requirements to ensure that the customer’s optimal success criteria are met .

• You will partner with Product Management, Engineering, Implementation, and the Customer Success organization to define, maintain, and leverage account health indicators; provide regular status reports to stakeholders on progress against established goals.

• You will retain top talent through collaboration and career growth.

• You will lead cross-functional efforts to address call drivers.

• You will drive cross-departmental strategic initiatives identified in partnership with various stakeholders such as Customer Success and Implementations.  
• You will oversee the global scheduling and organizing of support based on customer requests for a 24/7 support model.
• You will participate in client meetings to strengthen relationships as needed to understand the customer requirements, determine further opportunities, resolve escalations and address the root cause of issues.
** What you need to succeed:*
* • 5+ years in a leadership role, driving customer service and success in a customer-facing organization.

• Strong communication skills (written and verbal), public speaking skills are required.

• Attract and retain top talent.

• Experience partnering with cross-functional teams to develop a customer support model to fit customer demand.

• Strategic mindset towards organizational efficiency, constantly optimizing processes.

• Navigate operational improvements with our engineering team to identify tooling and automation that will both enable faster customer issue resolution.

• Team mentorship, remove barriers to customer and team success. Provide live coaching sessions on a regular, recurring basis with all direct reports.

• Performance management: conduct one-on-one sessions with employees to review cases and assist in associate growth and development.

• Responsible for ensuring proactive engagement with customer base while supporting and managing escalations.
• Possess initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to change.
• Organized self-starter with tenacity, drive, and enjoys working in a collaborative fast-paced environment to ensure swift resolution of issues and an exceptional customer experience.
• Enstills a deep commitment to quality is essential, as well as demonstrated creative troubleshooting skills.

• Skilled in implementing escalation prevention measures.

• High-energy leader with vision to see problems and potential solutions.

• Strong staff leadership and mentoring skills.

• Self-starter and ability to work in a fast-paced culture.

• Experience in driving problems and engaging with appropriate teams and resources.

• A thought leader who expresses facts, thoughts, and ideas in a…